Creating Customer-Focused Health Care Organizations
Benchmarking; Best practices; Customer service; Patient satisfaction
Most health care organizations are operating under an 'old paradigm' wherein the needs physicians and third party payers drive the organization. In the current hypercompetitive health care markets, executives need to focus more directly on their increasingly assertive and knowledgeable patient customers. This article describes practices of the best guest-services organizations that may be transferable to health services organizations. It also proposes ten principles that constitute the 'new paradigm'.
Health Care Management Review
Number of Pages
Source API URL
Ford, Robert C. and Fottler, Myron D., "Creating Customer-Focused Health Care Organizations" (2000). Scopus Export 2000s. 1237.